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Written question asked by Susan Murray (Liberal Democrat) on Thursday, 3 September 2026, in the House of Commons. It was due for an answer on Monday, 7 September 2026. It was answered by Ian Murray (Labour) on Thursday, 10 September 2026 on behalf of the Department for Digital, Culture, Media and Sport.

Broadband and Telephone Services: Competition

Question

To ask the Secretary of State for Digital, Culture, Media and Sport, what assessment her Department has made of the adequacy of protections under Ofcom's General Conditions for vulnerable customers who lose (a) broadband and (b) telephone service as a result of switching errors by providers.

Answer

One Touch Switch (OTS) was introduced in September 2024 to make it easier for consumers to switch providers. Ofcom, as the independent regulator, is responsible for monitoring compliance with the OTS process. Under Ofcom's General Conditions, broadband and landline providers must comply with the OTS requirements for residential customers. Providers must also offer priority fault repair to customers who rely on their landline or broadband because of a disability and have an urgent need for repair.

Ofcom will continue to monitor compliance and may take enforcement action where providers fail to meet their regulatory obligations. More than two million consumers used the process since its launch.

Secondary information

Type
Written question
Reference
27093
Session
2026-27
Grouped for answer
Yes
Subjects
Competition Broadband Telephone services
Link
View this Written question on www.parliament.uk